How to set ticket priority based on organisation SLA agreement?

Daniel Allin

Im really struggling to understand how to do this so hopefully someone can help.

 

Im trying to build a JSM customer service desk where a customer can email a request (or use the portal) and the ticket gets assigned the appropriate priority level based on their SLA policy.

My thought was to create organization details (or a product and entitlement) for the support plan which has the following options: basic, standard, priority.

When a ticket is created, an automation rule would run, check the customer support plan and then based off that set the ticket priority which then applies the appropriate SLA (i.e. if customer support = priority, set priority to high which has a 2h response time).

 

How do other people handle this? I cant seem to achieve the above no matter how i tackle it nor can i find examples of how others do this is JSM?

Daniel Allin

After pursuing this a little further i managed to figure out a solution that works pretty well and hopefully helps others.

1. Create an organization detail for your support plan at JSM Project > Organizations > Manage details > Manage detail fields > New: Example: single-select dropdown with Label: Support Plan; Options: Basic, Standard, Priority.
2. Go to an organization and add the appropriate support plan for the organization under the Details section.
3. Define your SLAs under Project Settings > SLAs. In the JQL window and set your time targets. You will have one goal for each Support Plan that matches all priorities. JQL Example:

   status = Open AND Organizations in organizationDetail("Support Plan", Priority)

4. Create an If Else automation rule that sets the priority based on the support plan (i.e. Priority Support sets tickets to High Priority).